Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap. Slow Down for Success.

Roadmap 78

Roadmap Groups Travel Consulting 78

DCX

JANUARY 7, 2025

This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Customer Experience 52

Customer Experience Leadership Effort Score Metrics 52

CX Journey

MAY 17, 2017

If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.? Don't ignore the learnings and outputs of this exercise. Key metrics for your business may have changed. Are the people who originally designed the surveys still with the company? It might be time if you.

Survey 159

Survey Feedback Social Media Roadmap 159

Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Net Promoter Score® can play a crucial role in your product roadmap improvement. Detractors.

Roadmap 61

Roadmap Net Promoter Score NPS Feedback 61

Customer Bliss

MAY 5, 2015

Establishes the critical cross-functional metrics for the development of key KPIs for priority touch points. Inhibitor 4: Attaching Metrics to Outcome Metrics rather than Operational Metrics People Can Impact. It’s very enticing to jump to the outcome metrics such as survey scores.

Customer Experience 100

Customer Experience Net Promoter Score Effort Score Roadmap 100

Thematic

MAY 22, 2019

And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections. Beyond simple metrics.

Exercises 97

Exercises ROI Conference Video 97

Kustomer

FEBRUARY 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 64

Roadmap Tips Travel Groups 64

DCX

DECEMBER 31, 2024

The Wrong Metrics You’re tracking NPS and CSAT, and that’s great—but let’s be real, execs want to see how you’re moving the needle on revenue. This is about tying your work to revenue, cost savings, and growth, not about soft wins or feel-good metrics. Start tracking metrics that tie to revenue or costs.

ROI 52

ROI Self Service Leadership Metrics 52

Customer Bliss

AUGUST 3, 2018

Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite. Metrics tools are great but don’t forget about the human element. There’s still a need to raise the game on the science.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Build a Holistic Customer Health Metric.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

DCX

DECEMBER 29, 2024

For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Stop being basic: Use smarter metrics like customer effort or lifetime value.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

JANUARY 28, 2025

Efficiency might be your metric, but empathy could be theirs. Here’s how to bring your CX efforts in line with customer expectations: Update What You Measure: Don’t just track efficiency; add emotional metrics like trust and confidence to the mix. —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

ECXO

DECEMBER 26, 2023

But if you’ve ever fallen asleep over a boring textbook, or fast-forwarded through a tedious e-learning exercise, you know that creating a great learning experience is harder than it seems. Measuring the User Experience: Collecting, Analysing, and Presenting UX Metrics by Bill Albert and Tom Tullis.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Maru Group

APRIL 17, 2023

Are you bluntly capturing affinity or brand love as a metric in your tracker with no idea how to use it to your business advantage? This whitespace exercise allows you to see what emotional levers are aligned or similar and which need to be adjusted to attract more consumers to your brand or product.

Measurement 74

Measurement Exercises Roadmap Consumers 74

DCX

DECEMBER 1, 2024

If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful. No fluff, no filler—just proven tips to get everyone on the same page.

Fashion 52

Fashion Culture Trends Connections 52

Help Scout

APRIL 27, 2021

Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so. Measure and track your metrics. It may seem like “happiness” in this case is a bit too vague. Offer privileges and rewards.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

Thematic

DECEMBER 28, 2022

If your product is an exercise tracking app, and you have a high volume of responses for the base theme 'GPS' with negative sentiment, you'll want to investigate further to find out what common issues users are experiencing with GPS. Understand customer context Metrics go up, and metrics go down.

Analytics 71

Analytics Software Feedback Management 71

Retently

JANUARY 19, 2023

How to measure Product-Market Fit There are many metrics you should consider as, in many cases, you will be measuring satisfaction and engagement levels. By segmenting and analyzing responses, he improved the already existing beneficial features and created a product roadmap that included some of the most relevant customer suggestions.

Measurement 157

Measurement Survey Marketing Effort Score 157

DCX

JANUARY 14, 2025

It does the heavy lifting with metrics like NPS or CSAT. Let it handle repetitive tasks like gathering feedback, generating reports, and tracking metrics like NPS and CSAT. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. What should your team focus on?

Customer Experience 52

Customer Experience Social Media Chatbots Customer Journeys 52

ChurnZero

SEPTEMBER 25, 2020

To regulate your customer feedback flow and better prioritize your roadmap, you first need to quantify feedback urgency (and the cost of delaying it). When you look at your entire roadmap from ideation to go-to-market, there are opportunities to involve Customer Success in every single step. Put on Your Product Hat.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport has a true-false quiz for each module, whereas the CCXP Exam Course has 275 multiple choice questions and module-specific workbooks with Topic Exploration, Application, and Mastery exercises. Almost-automatic CX excellence means preventing issues for customers consistently.

Sports 71

Sports Customer Experience Handbook Case Study 71

AWS Machine Learning

SEPTEMBER 1, 2023

ML operationalization summary As defined in the post MLOps foundation roadmap for enterprises with Amazon SageMaker , ML and operations (MLOps) is the combination of people, processes, and technology to productionize machine learning (ML) solutions efficiently. This is an expensive exercise requiring a large number of people resources.

Effort Score 124

Effort Score Training Roadmap Examples 124

Thematic

MARCH 29, 2020

What stakeholders are involved in product decisions, what metrics are they responsible for, and what data (such as churn, growth, or operational costs) do they use to make decisions? How will you tie customer feedback to those metrics and data sources? This is an equivalent of a vanity metric in product analytics. And how often?

Feedback 111

Feedback How To Analysis e-support 111

Totango

FEBRUARY 5, 2019

Establish a customer journey roadmap that creates realistic expectations and lets you know if progress has stalled. Help them benchmark their success by using statistics and accurate metrics so their growth becomes more visible. Unclear ROI Value: Some customers have trouble seeing how your service will meet their goals.

ROI 76

ROI Customer Success Strategy Effort Score 76

West Monroe

NOVEMBER 2, 2022

Selling to acquirers remains a difficult exercise in the current economic client—between the steady march of Federal Reserve rate hikes, rising inflation, and more challenging private credit market, the last few months have been anything but easy. Share metrics and communicate the impact of digital investments.

Roadmap 52

Roadmap Innovation Financial Exercises 52

North Highland

APRIL 3, 2019

Performance management is an ongoing exercise between a supervisor and an employee to ensure that the employee is equipped to and, is in fact helping, the organization meet its goals. Lack of structure for supervisors often leads to inconsistent use of self-identified metrics and documentation of objectives.

Management 58

Management Culture Feedback Roadmap 58

Wootric CX Blog

SEPTEMBER 2, 2020

For example, make time for empathy exercises that help team members understand what it is like to be in the customer’s shoes. When planning campaigns, designing product roadmaps, or developing features for your customer, include user stories as told from your customers’ point of view. You can do this in several ways.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Company Management Roadmap 59

Thematic

NOVEMBER 22, 2021

You know you should go deeper, but who has the time-- or extra staff-- to even begin such a time consuming manual review exercise? It's a two-click procedure to turn confidential crash reports or chat logs into metrics and visualizations that can be shared with the whole team as well as external stakeholders. What is review analysis?

Analysis 71

Analysis How To Analytics Travel 71

West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. Here’s how they can seize the opportunity.

Return on Investment 52

Return on Investment Culture Roadmap Metrics 52

ChurnZero

SEPTEMBER 27, 2024

The RICE scoring model is a prioritization framework designed to help product managers determine which products, features, and other initiatives to put on their roadmaps by scoring these items according to four factors. Or is this exercise more effective if it applies to each product module your organization offers?

Customer Success 52

Customer Success How To Effort Score Roadmap 52

DCX

JULY 2, 2024

Quick Exercise: Sketch a rough progress bar for one of your key customer journeys. Use these metrics as a starting point for deeper analysis. Use these metrics as a starting point for deeper analysis. Data Deep Dive: Which of these metrics would be most impactful for your specific CX goals? But don't stop there.

Customer Journeys 52

Customer Journeys Touchpoint Loyalty Programs Exercises 52

ClearAction

APRIL 17, 2019

A metric for this is described in the book Return on Customer 5 which advocates calculating your firm’s current-period cash flow from its customers, plus any changes in the underlying customer equity, divided by the total customer equity at the beginning of the period. Longer Horizon.

Management 69

Management Customer Experience Management ROI Financial 69

delighted

APRIL 7, 2020

Take a break from metrics. How a home exercise equipment and fitness class startup uses feedback to flag improvements for product entries in a new market. This exercise equipment startup implemented Delighted to aggregate and analyze customer feedback associated with the roll-out of a completely new product line.

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

DCX

JULY 9, 2024

They implement an immediate, personalized cool-down video suggestion based on the specific exercises completed, significantly increasing user engagement and retention. Experience Congruence Scoring Develop a metric that measures how well each touchpoint aligns with your overall brand promise and customer expectations.

Strategy 52

Strategy Effort Score e-support Self Service 52

Thematic

APRIL 3, 2024

Step 1: Setting SMART Goals Without clear objectives, your Voice of the Customer program can become a data collection exercise without direction. It allows you to understand why your metrics are shifting and segment your customers to improve experiences for those who aren't thriving.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySparrow

FEBRUARY 29, 2020

But if you provide them with great product experience, then it increases CLV, builds credibility, improves the scores of all customer experience metrics like CES , CSAT, NPS , etc. When you do this exercise, you will not end up making the product experience better, you will also create a better relationship with the customer.

Customer Journeys 72

Customer Journeys Feedback Survey Customer Experience 72